NN Group (16.000 employees worldwide, 20 million customers) uses ChatGPT to summarize customer conversations in a few keywords. The summaries are then stored in the CRM system. NN explains in an interview with NRC Handelsblad how it works and what it yields.

 

In brief:

• NN uses ChatGPT to automatically summarize customer conversations
• The follow-up time per call has gone from a few minutes to ten seconds
• The company says it will save 50 FTEs with this

“Normally it takes processing the conversation an average of three and a half minutes. Now it only takes ten seconds,” says Tjerrie Smit to NRC Handelsblad; Smit is responsible for data analysis at NN. On NN's 2 million calls (AHT: five minutes), this saves fifty full-time jobs on a team that in the Netherlands consists of several hundred employees.

“No Job Loss”

NN does not expect any job losses as a result; this helps alleviate the existing staff shortage. Currently, OpenAI charges a few thousandths of a cent for a thousand tokens, which compares to a group of about 750 words. According to Smit, these costs are nothing compared to the amount of time Automated Call Logging saves.

According to the message, the employee first checks again whether ChatGPT has provided a good summary, make any adjustments and then save the document. In most cases no change is necessary, unless the audio quality is too bad and the software can't make it. NN uses its own telephone system for this speech-to-text conversion.

Specialized training

NN Group wanted customer data to be processed in a closed cloud environment, to which neither OpenAI nor Microsoft have access. Smit has had the so-called 'content filter' disabled, an automated check that checks whether anything improper is happening with the OpenAI software. Otherwise, Microsoft employees could potentially gain access to data. OpenAI provides the basic model, which NN then applies to its own documents to train a specialized set of algorithms. The knowledge that NN collects is not fed back to OpenAI.

The system is now running in a call center in The Hague. The intention is that this summer the other eight NN call centers will also be linked, followed by the foreign branches. A separate data center must be set up for the Japanese division, due to the geographical distance and the different privacy rules. (NRC)

Case, Technology